CX strategy
A customer experience strategy that accounts for AI from the start: which journeys to automate, which to keep human, and in what order.
You get: journey maps, a prioritized roadmap, an operating model, success metrics.
Customer experience consulting
Galvanan helps government agencies and small and mid-sized organizations decide where AI agents should serve customers, where people should, and how to run both without losing trust.
Our stance
We map what customers are trying to get done before choosing any model or vendor. Technology follows the work.
Agents fail at the edges. We design when an agent escalates, what it passes along, and who owns the outcome.
Resolution rate, customer effort, cost to serve, and trust. If a pilot doesn't move them, we say so.
Services
A customer experience strategy that accounts for AI from the start: which journeys to automate, which to keep human, and in what order.
You get: journey maps, a prioritized roadmap, an operating model, success metrics.
Design of AI and SI agents for customer support: scope, tone, knowledge sources, guardrails, escalation paths, and the human team around them.
You get: agent specifications, conversation design, escalation rules, a pilot plan and evaluation criteria.
A fixed-scope review of your current service operation, data, and policies to show where AI can help now and what has to change first.
You get: a readiness scorecard, risk and compliance findings, a short list of high-value use cases.
Part-time senior leadership for organizations that need a CX lead but not a full-time hire. Strategy, vendor selection, team coaching, and executive reporting.
You get: a set number of days per month, a standing leadership seat, board-ready reporting.
Who we serve
Agencies modernizing public-facing service: contact centers, benefits and permit journeys, digital front doors.
We design for Section 508 accessibility, plain-language requirements, records retention, and procurement realities from day one.
Teams that need enterprise-grade CX thinking without an enterprise-sized consulting bill.
We size the work to your team, reuse the tools you already pay for, and leave you able to run it.
Approach
Review journeys, volumes, data, policy constraints, and team capacity.
Define the target experience, agent roles, human roles, and the metrics that matter.
Run a bounded pilot with real customers and measure it against a baseline.
Expand what worked, retire what didn't, and train your team to own it.
Experience
[Founder name] founded Galvanan after working across research, product, and government consulting. [Two to three sentences on the founder's specific roles and results.]
Contact
Tell us where customers get stuck today. We'll tell you plainly whether AI belongs in the answer.